Double tickets when OTRS address in CC:

[zionlook]

For example:
queue: IT-Department
queue address: support@mydomain.com

1) #Employee1 send a mail (Title: Problem) to address support@mydomain.com and add to copy (cc:) two employees (#emp2 and #emp3)
2) Ticket adds to IT-Department queue (all ok) (Title: Problem)
3) After that #emp2 (for example) reply to a #Employee1 on his mail, and address support@mydoamin.com adds to cc: (copy)
4) After in OTRS creates the second ticket (Title: Re: Problem) (it's not good)

I test it and I see that I have the situation with seconds Tickets when address support@mydomain.com in cc: (copy)

How to solve it ?

[crythias]

You can't. Tell the original customer to create a ticket then cc on the response.

[zionlook]

You can't. Tell the original customer to create a ticket then cc on the response.

There is no any solution ? Why OTRS can't understand that it's a one mail with one TITLE and can't split it ?

[crythias]

What if the subject were "Help"? Does this mean all the tickets with "Help" are the same ticket? Does the "Help" of today equal the "Help" of 2 months ago?

Or even if Jane Doe and John Smith both sent "Printing Problems" today. Is this the same ticket? Does Jane's toner issue mean the same thing as John's out of paper?